Maybank taps AI to strengthen regional banking resilience

KUALA LUMPUR: Malayan Banking Bhd (Maybank) has entered into a five-year strategic agreement with ServiceNow to strengthen its regional Resilience Operations Centre, covering Malaysia, Singapore and Indonesia.

The collaboration aims to improve operational resilience through artificial intelligence (AI), automation and predictive analytics to help the bank anticipate potential disruptions and maintain reliable banking services.

Maybank group chief technology and digital officer Giorgio Migliarina said technology resilience and operational excellence were fundamental to meeting customers' expectations for secure and dependable banking services.

"In line with our ROAR30 aspirations, this strategic agreement strengthens our ability to operate at scale across multiple markets while advancing the AI-powered operational intelligence capabilities that will support the next generation of banking services," he said in a statement.

The rollout will begin in Malaysia and Singapore before expanding to Indonesia over the five-year programme.

Under the agreement, ServiceNow's AI Platform will provide an integrated view of applications, infrastructure, technology assets and service dependencies to support faster decision-making and improve operational performance.

The platform will also incorporate technology service management, operational monitoring, asset visibility, workflow automation and AI-driven operational intelligence to help technology teams identify emerging risks before they affect customers.

Maybank will establish an internal Centre of Excellence supported by ServiceNow University to develop employees' skills in platform engineering, automation and AI.

The centre will accelerate the adoption of emerging technologies, support continuous improvements in technology operations and enable employees to focus on innovation and service enhancement.

Maybank will also participate in ServiceNow's invite-only NowNext AI programme, where specialised engineers will work with the bank's teams to develop advanced AI and agentic AI applications for banking operations.